Senior Product Customer Success Manager

The role

The Senior Product Customer Success Manager manages a small portfolio of client accounts to improve KPIs and customer benefits. This role supports the Manager, Customer Success by training and coaching junior team members and providing day-to-day direction.

What you will do

• Manage multiple accounts/workstreams in a small portfolio
• Deliver complex technical integrations and projects
• Understand and interpret clients contracts to create win-win outcomes
• Maintain a strategic success plan for each client
• Develop operational client stakeholder relationships
• Help customers understand and adopt relevant CE features and functionality
• Construct and validate business cases
• Deliver quarterly business reviews internally and to clients
• Monitor and communicate metrics, performance and value
• Coach and train CSMs

Required qualifications

• Undergraduate degree
• Proven experience in client account/relationship management, or customer success
• Proven experience in technical and customer-facing project delivery, including API integrations
• Management of programs or multi-threaded projects
• Experience in account renewals/upsells/cross-sells
• Significant experience in business analysis and creating business requirements
• Strong commercial awareness
• Creation of business cases for initiatives and projects
• Significant experience in data analysis using Excel or other tools
• Great verbal and written communication skills
• Experience of working in/with large corporates, navigating/managing processes

Nice to have

• Postgraduate degree in a technical or business subject
• Project mgt qualification
• Experience in data analysis using advanced tools
• Fluency in another language

About the company

NICE Ltd. software products are used by 25,000+ global businesses to deliver customer experiences, fight financial crime and ensure public safety. The company is an innovation powerhouse in AI, cloud and digital with over 8,500 employees across 30+ countries.